Lead and motivate team, manage schedules, and provide coaching/training.Oversee talent management processes, performance management, and recognition.Monitor team performance and adjust to meet service levels and KPIs.Manage consignment, replenishments, quotes, and backorders.Ensure data integrity and handle pricing discrepancies.Foster collaborative partnerships and adhere to quality system requirements.Conduct monthly reviews and close off end-of-month/quarterly processes.Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.Delegated responsibilities appropriately among team members based on individual strengths for optimal task completion results.

Provided leadership and guidance to frontline staff for high-quality service.Functioned as subject matter expert for collaboration with internal departments.Maintained frontline proficiency and supported customers through various channels.Managed real-time reporting, rosters, operational coaching, and non-conformance reporting.Ensured data integrity and collaborated on continuous process improvements.New Zealand Customer Care Operations - Spine & Orthopedics.

Managed customer transactions and revenue recognitionProcessing Loan/Consignment replenishment and invoicingInvestigating/processing credit and debit notesCoordinated with warehouse for shipping and back-order transactions.Ensured data integrity and addressed pricing discrepancies.Maintained records and adhered to quality standardsHandling complex inquiries via customer service hotline, fax and email

Efficiently processed purchase orders, consignment replenishment, and invoicing, ensuring accuracy Investigated and processed credit and debit notes, maintaining financial integrity.Updated and managed CRM (Salesforce); handled complex inquiries via multiple channels.Addressed diverse inquiries and provided internal and external customer support.Built and maintained relationships with external customers, 3rd party logistics partners, and internal teams.Actively participated in meetings, training sessions, and process development. Used Salesforce for performance tracking and reporting.Coached team members, provided remote training to Customer Care Team India.SAP and Salesforce implementation Customer Care Lead.